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Manager of Technical Support

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Manager of Technical Support

Job Description

Job Purpose:

Responsible for setting the strategic direction, establishing the operating model and all the fundamental mechanisms involved in establishing the team, individual objectives and managing the overall team(s) performance with a business objective of driving improved service level agreement (SLA) performance impacting the overall customer experience. Responsible for minimizing the number of adverse incidents and or problems experienced on the business caused by lapses in process adherence, technical malfunction and/or product defect and initiate actions to prevent recurrence of incidents related to those errors.

Responsibilities

Essential Duties:

Deliver operational analytics that focus on business process improvements.

Identify training opportunities, and improvements for Supervisors and Technical staff in all areas of discipline, including, but not limited to, their communication with customers, written and/or verbal, inter-departmental relationship building, and/or technical abilities.

Responsible for maintaining acceptable staffing levels by the selection, hiring, evaluating and leading Supervisors and team members performing duties in the technology sector.

Responsible for the coordination and leadership of multi-tiered Technical Support Teams on work assignments, as well as, the resolution of critical technical and procedural problems.

Responsible for the development and implementation of team goals and objectives and implementing team standards of operation.

Stays current with technological developments related to computer hardware, software, and networks, as well as management practices which involves reading publications, subscribing to Internet lists, attending conferences and workshops, and meeting with colleagues.

Works cooperatively with Information Technology Services (ITS) management and others to develop strategic and tactical plans to facilitate and coordinate the delivery of technical services.

Performs other related duties and additional Tier Level customer support as assigned by management

Relevant work experience in a telecommunication / correctional service provider industry (preferred)

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.
It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

Job Requirements

Job Snapshot

Company Overview

Securus Technologies Inc

Securus Technologies provides leading edge civil and criminal justice technology solutions that improve public safety and modernize the incarceration experience. Thousands of public safety, law enforcement and corrections agencies rely on Securus for secure, simple and powerful technology solutions that are always accessible and easy to use.
With hundreds of patents and scores of engineers, technologists, designers and thinkers innovating solutions, the technology here is second to none.
Learn More

Manager of Technical Support

Responsible for setting the strategic direction, establishing the operating model and all the fundamental mechanisms involved in establishing the team, individual objectives and managing the overall team(s) performance with a business objective of driving improved service level agreement (SLA) performance impacting the overall customer experience. Responsible for minimizing the number of adverse incidents and or problems experienced on the business caused by lapses in process adherence, technical malfunction and/or product defect and initiate actions to prevent recurrence of incidents related to those errors.

Responsibilities

Essential Duties:

Deliver operational analytics that focus on business process improvements.

Identify training opportunities, and improvements for Supervisors and Technical staff in all areas of discipline, including, but not limited to, their communication with customers, written and/or verbal, inter-departmental relationship building, and/or technical abilities.

Responsible for maintaining acceptable staffing levels by the selection, hiring, evaluating and leading Supervisors and team members performing duties in the technology sector.

Responsible for the coordination and leadership of multi-tiered Technical Support Teams on work assignments, as well as, the resolution of critical technical and procedural problems.

Responsible for the development and implementation of team goals and objectives and implementing team standards of operation.

Stays current with technological developments related to computer hardware, software, and networks, as well as management practices which involves reading publications, subscribing to Internet lists, attending conferences and workshops, and meeting with colleagues.

Works cooperatively with Information Technology Services (ITS) management and others to develop strategic and tactical plans to facilitate and coordinate the delivery of technical services.

Performs other related duties and additional Tier Level customer support as assigned by management

Relevant work experience in a telecommunication / correctional service provider industry (preferred)

Physical Requirements:

Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds.
It is the Company’s policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that person’s race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.

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